Full-Time Client Service Manager

The Client Services Manager has responsibility for the day-to-day management and delivery of contracted services to specific customer accounts. This involves working across the organisation to ensure all services are delivered to contractual Service Level Agreements (SLA’s) or to reasonable endeavour performance targets (contract dependent) in line with the customer requirements, and to act as the single point of contact for escalations.

There will be frequent travel to London as part of the role so the post holder will need to live in a conveniently commutable location.

Core Responsibilities:

• Ensure end-to-end services provided to our Customer are functioning and meet contracted service levels and quality standards.
• Manage and develop customer relationships at senior level to maximize customer satisfaction and ensure services are in line with the customer’s IT/IS business strategy.
• Produce a Service Performance Report and attend Customer Service Reviews.
• Calculate Service Credit, if applicable.
• Document, monitor, measure, and improve services delivered to Customers through the use of Service Improvement Plans.
• Escalate Service team and Customer issues for correct outcomes.
• Provide excellent communication to Customer and internal Service teams.
• Accept new or amended services into production and manage them to contracted service levels.
• Understand business-critical processes and how service failures can impact them.
• Cascade knowledge through Service teams.
• Develop and manage the Customer Account Plan providing Service information and contract deliverables.
• Identify new revenue opportunities using strong Customer relationships.
• Manage risk to a point of acceptance or mitigation.
• Ensure adherence to corporate policy, processes, procedures, and guidelines.
• Minimize Service Credit liabilities.
• Seek to convert clients to Reference Status (where appropriate).

Skills and Experience:

• Bachelor's Degree or equivalent.
• Experience in an Engineering discipline.
• ITIL V3 or V4.
• Excellent communication skills (written and oral).
• Excellent ability to produce Service Management documentation and reports.
• Excellent business relationship skills.
• Experience working remotely.
• Strong analytical and problem-solving skills.
• Experience with IT Service Management Tools.

Benefits:

• Private Medical Cover.
• 25 days paid holiday with buy/sell options.
• Life assurance.
• Group Pension Plan.
• Flexible benefits.

Other Information:

• Candidates must demonstrate right to work in the UK.
• All offers are subject to satisfactory vetting, references, and occupational health checks.
• DBS check may be required.

NEC Software Solutions is an equal opportunities employer, welcoming applications from all communities.

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